Payment bot allocated after seceral requests

We made payment on the 26th of July 2019. We received a telephone call that payment was outstanding whereafter it came to light that the last two digits of the reference number was ommitted. We immediately forwarded the proof of payment with an request to allocate dame accordingly.

I received further cals and confirmed that payment was made and the person indicated that the payment will be allocated accordingly.

It has been two weeks now and it is still not allocated to my account.